EGOVERNMENT ASSESSMENT

MONTANA'S eGOVERNMENT SERVICES RESULT IN SIGNIFICANT COST SAVINGS

The state's online services have grown tremendously since its first web-based presence was launched in 2001. Today, citizens can access more than 300 eGovernment services available from 23 different state departments and agencies that process more than 10 million online transactions annually.

The Bureau of Business and Economic Research at the University of Montana (BBER) recently worked with Department of Administration officials to perform a cost savings and customer satisfaction analysis for specific eGovernment services that are provided via the state’s web portal, mt.gov.

In the analysis, BBER surveyed users (customers) of eGovernment services to assess their level of satisfaction with Montana’s online services. Respondents overwhelmingly indicated that these services were reliable and saved significant time.

In addition, based on a cost analysis of the adoption of eGovernment services by only four Montana agencies, the study found that online services resulted in substantial, ongoing cash savings in the operations of state government. Over a five-year period ending in June 2014, the State of Montana realized $3.4 million in operational savings by providing eGovernment services for just four services in place of the older, paper-based forms. This cost savings is based on a full analysis of approximately 5 percent of total eGovernment transactions. If per transaction savings computed in this study were valid for all of the 10.7 million annual transactions originating from the Montana.Gov web portal, the total savings could be 20 times as high, in the range of $60 to $70 million.

Learn more by viewing the Study Summary Document. View Montana's eGovernment Services.